UPGRADE THE CURRENT IT HELPDESK SUPPORT/CALL LOGGING SYSTEM

Concepts

• cardiff
• telephone switching equipment
• health board
• current it helpdesk support
• upgrade services
• current call wait
• current system
• current solution
• complex end of the tier
• range of specialist substance misuse interventions

Location

Cardiff and Vale of Glamorgan:

Description

Due to high demand on the Helpdesk to support Covid requirements and also mobile working the current system is no longer supported or fit for purpose. The upgrade will support and improve the user experience in contacting the helpdesk (Current call wait is around 2 hours) and support a more streamlined and faster response time to fix issues/faults and requests. This upgrade will be a cloud based solution on x 60 licences (an increase of x33 on the current solution

Total Quantity or Scope

The service will provide interventions for adults over the age of 18 who do not meet the criteria for tier 3 support or are reticent to change, and deemed to be at the pre contemplative stage of the cycle of change. The service will also provide short term interim support for individuals waiting to access tier 3 treatment. The service provider will provide a range of specialist substance misuse interventions based on an assessment of need and (for structured and semi-structured provisions) contained within a care plan agreed with the service user. At the less complex end of the Tier 2 spectrum of need, the service provider will offer interventions aimed at minimising harm and reducing the level of risk to individuals, as well as proactively engaging with those reticent to change - working towards engaging them in structured or semi structured support. Alongside this the service will work proactively to engage with those deemed difficult to reach, including BME communities, sex workers, substance users identifying as LGBT, and homeless and roofless substance users. ue to Covid19 and other factors there has been a delay in the planned recommissioning timeline. The Health Board have agreed to extend existing services to 31st March 2022 to allow the full recommissioning Tender to be completed.

Award Detail

CPV Codes

• 50334120 - Upgrade services of telephone switching equipment

Legal Justification

The current system is no longer supported by the supplier and is not fit for purpose. The new upgraded version of the application will provide the functionality to enable a much improved user experience and enable the IT Service Desk to provide a more professional service. Having an upgrade of the current application will also enable a seamless migration of the existing data in a modern cloud based solution which will support ongoing maintenance by the supplier and can be implemented at speed to enable mitigation of risk of the existing non supported application

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. ** (WA Ref:108718)